Recognized as an expert and visionary in providing strategic business solutions to enterprise-wide technology initiatives. Acts as a liaison between client area and technical organization by planning, conducting, and directing the analysis of the most complex, strategic, corporate-wide business problems to be solved with automated systems. Provides technical expertise in identifying, evaluating, and developing systems and procedures that are cost effective and meet business requirements. Applies knowledge of industry trends and technology to drive organizational change and position Client for the future. Works with user groups to provide training, resolve questions, assess user needs, and recommend changes. Participates in transforming strategic enterprise architecture and design principles into specific system requirements and specifications. Recommends and initiates systems testing. Acts as the highest-level internal consultant within technology and business groups by re-engineering technical processes for greater efficiencies with significant impact to the business. Directs and serves as a mentor to less experienced staff.: 10+ years of experience in business systems analysis and/or design.
- Document root cause for incidents impacting WFS, including creation and updating of documentation and procedures and provides related problem management training; coordinates resolution with users, vendors and internal service groups for Preventative Action and Root Cause Analysis. • Provides data collection, assessment of incident and what conditions existed for it to occur, corrective actions that will reduce reoccurrence, informing business and management on results of analysis, and provide follow and tracking of follow up actions. • Creates change or issue logs; analyzes performance trends to identify gaps in current technology process and recommends changes to assure SLAs can be supported and recommends process improvements. • Ownership of the High Impact Incident Management process including escalation, coordination, resolution, and reporting • Ownership of the problem management process - functions as the point of escalation for incident/problem management, facilitates meetings and key interactions for root call analysis • Ownership of performance metrics related to Client Securities performance • Proactive problem management to identify incident trends, work across IT to resolve and reduce overall support call volume • Establish the design, processes and governance of the incident management & problem management program • Communicates progress to and results of root cause analysis and recommendations for resolution • Monitors performance of the Enterprise Problem Management process in its entirety, and identifies action plans as necessary to ensure effective operation and continuous improvement • Responsible for applying controls and governance to improve stabilization within the Client Securities organization.
Position Type: Contract
- Bachelor degree in Computer Science or a related discipline, or equivalent work experience. • 2 years experience in supporting trading environment and managing incident and problem management processes. • 2 years of Production Support or Root Cause Analysis experience required with familiarity with common support tools and processes, including ticketing systems ( PAC2000) and reporting tools (Excel, SharePoint, and SQL) • Experience managing ITIL processes and framework within Incident Management, ITIL certification preferred • Skilled in trending chronic problems and engaging in capability planning, as well as preparing the corresponding documentation. • Must be able to work a flexible schedule, including overtime and after hours work. Must be available for on call duties that will require being available on a cell phone.
Hours: Full Time
Education: 4 Year Degree
Years of Experience: 2+
Travel: Not Specified
Manages Others: Not Specified